Patient Pathway Coordinator - CMR | Guy\'s and St Thomas\' NHS Foundation Trust

To work as part of the Diagnostic Centre admin team in the scheduling of appointments for both NHS and private patients for a wide range of diagnostic tests in accordance with waiting time guidelines. To communicate directly with patients and staff at all levels. To ensure accuracy of data and records and that confidentiality is maintained at all times. To maintain good working relationships with internal and external departments, dealing with all queries in a professional manner.

The Patient Pathway Coordinator will lead on the tracking of pathways of patients. By working closely with a wide range of clinical and managerial staff, and providing a high standard of administrative support, the post holder will ensure patients receive treatment as soon as possible and ensure national targets are met. The post holder is responsible for providing a high standard of professional and patient focused service to a range of Trust-wide specialties and will support the function on a day-to-day operational basis.

• Patient/customer care (both direct and indirect)
• To cross cover receptions and Diagnostic Centre areas.
• Greeting patients arriving for examinations, completing a three-point check and providing appropriate paperwork for their appointment.
• Ensuring a high standard of customer service to all patients and visitors at all times.
• To accurately co-ordinate and schedule appointments on our hospital systems ensuring to validate administrative pathways as required.
• To monitor, update and reschedule DNA appointments daily.
• To register new patients when necessary and assist with the transfer of images to and from outside organisations.
• To provide administrative support as required to the diagnostic centre teams.
• To check waiting areas are clean and tidy and maintain a safe, pleasant environment for patients/visitors.
• To assist private patients making payments when required and to receive and send relevant documentation/forms.
• To prepare appointment lists, ensuring that all the appropriate paperwork is available.
• To assist radiographers and consultants with administrative matters when required.
• To assist with recording and collating data on a range of subjects within the department (e.g. waiting time audits).
• Any other duties that may become necessary following discussion with departmental managers.

• Monitor and review patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies.
• Identify from the Tracking List the next steps in the patient care pathway in line with clinical need (peer review).
• Receive patient referrals and administer in line with timings and requirements as set out in Trust and National policies.
• Co-ordinate and provide administrative support to the relevant teams to ensure that all the relevant paperwork and clinical information is available.
• Update on all enquiries regarding patients’ care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
• Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
• Plan and organise multi-disciplinary team meetings.
• Attend relevant meetings and complete actions regarding the care of patients within the designated pathway.
• Participate in national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts.
• Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.
• Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
• Action day-to-day issues, ensuring resolution and escalating serious issues to management as appropriate.
• Escalate any issues and breaches of the Waiting Times standards to the relevant management in line with agreed escalation procedures.
• Ensure the timely and efficient transfer of patients and information between trusts/other organisations involved in the patient pathway, adhering to agreed communication pathways and protocols.
• Work within a multi-disciplinary team in developing the service in line with departmental plans and Trust corporate objectives.
• Ensure that all health records are appropriately tracked and securely stored whilst in the department according to Health Records Policy.

• Develop working relationships with a wide range of clinical and managerial staff.

• Responsible for collecting and updating patient information on the relevant databases in line with local policy, to ensure efficient pathway progress. This includes maintaining the accuracy of data at all times.
• Working with the Team to analyse target breaches and report issues to management.

• Review and support development and implementation of Standard Operating Procedures.
• Review and support development and implementation of internal targets.

• Provide day-to-day supervision and oversight of duties for the department’s administrators.
• Ensure the administrators complete preparation for each Multi-Disciplinary Team.
• Providing support for day to day queries from administrators.
• Ensure administrators are fully adhering to the appropriate Trust policies and protocols.
• Identify training and development needs of staff, taking these forward where appropriate.

• Undertake any administrative tasks commensurate with the grade required to support the delivery of high quality patient care.
• Actively participate in department development as appropriate and participate in departmental meetings.
• Undertake any other duties commensurate with the grade, required to ensure the smooth and efficient running of the department.
• Undertake any training as required to complete the tasks associated with the job role.

The post holder is required to follow Trust policies and procedures which are regularly updated including Confidentiality / Data Protection / Freedom of Information. Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. The Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the Trust’s FOI procedure if they receive a written request for information. All staff must comply with information governance requirements, including statutory responsibilities and compliance with local policies and procedures.

Equal Opportunities; Health and Safety; Infection Control; Risk Management; Flexible Working; Safeguarding children and vulnerable adults; Sustainability; Smoking Policy. The Trust promotes a healthy and safe environment for staff, patients and visitors, including non-smoking on Trust premises.

This job description is intended as an outline of the general areas of activity and will be amended in light of changing needs of the organisation. To be reviewed in conjunction with the post holder.